Multiple locations
I have many customers (accounts) that have multiple locations, like bank branches. How can I manage them under one account?
Action required: Update the Zoho Desk Client SDK URL in your extensions
Hi Developers, To improve reliability and performance, the Zoho Desk Client SDK is now served from a new CDN domain. We request that you update your existing extensions with the new Client SDK URL given below. Note: Going forward, all newly created extensions
Feature Request - Ability to Customise Contact Info Card on Ticket Details View
Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to
[ZohoDesk] Improve Status View with a new editeble kanban view
A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to edit
Trigger workflows from SLA escalations in Zoho Desk?
Hey everyone, I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly. As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticket
Zoho One - Can I add a Custom View to All Departments
We have been using Desk for several years but are just making the leapt to using multiple departments. I have a custom view that is our default view. I'd like to apply that to All Departments. When I try to add a view when viewing All Departments I get
How Can Zoho Desk and Knowledge Base Help Manage Technical Support for an Android TV Website?
Hello everyone, I manage MXL TV App, an independent technology website covering Android applications, Android TV, Smart TVs, digital entertainment, installation guides, and troubleshooting. I'm exploring ways to organize technical questions and make helpful
Build a Legacy of Support with Zoho Desk
Hi everyone, World Heritage Day, also known by the name International Day for Monuments and Sites, is a moment to celebrate the stories, culture, and history preserved in the monuments, landscapes, and heritage around us. At Zoho Desk, heritage is not
Zoho Desk API returning 403 SCOPE_MISMATCH for Ticket Search API
Hello Zoho Support Team, We are experiencing an authorization issue with the Zoho Desk Ticket Search API. Our integration was working correctly yesterday, but we are now receiving the following error when calling the Search Tickets endpoint: API: GET
Ticket duplicating when multiple "To Address" are messaged
Hello, I want to know if there is a way that I can stop the duplication of tickets when clients email multiple emails related to the same department at the same time. In our case, we basically use ZDesk like email. Each agent has a designated "To Address"
Looking to Auto-Merge Duplicate Tickets
Hi guys, I need the option to auto-merge duplicte tickets and i dont see this option available in automation , Can this be done? And if so how, Cheers
Add bulk ticket merge functionality in Zoho Desk
Hi Zoho Team, We would like to request a feature that allows agents to merge multiple tickets in bulk instead of merging them one by one. Current Limitation At the moment, tickets can only be merged individually. This becomes very time-consuming when
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Spell Checker in Zoho desk
Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Zoho Desk API Custom Module not all data is showing up
When i get a record by id for my new module: responseDetailed = invokeurl [ url :"https://desk.zoho.eu/api/v1/cm_tickets_CM/" + record.getJSON("id") type :GET parameters:"" connection:"desk_connection" ]; The response doesnt contain all fields, the field
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Optimize your Knowledge Base for better visibility by allowing search engine crawling and indexing
All you need to know about no-follow and no-index in KB. What are article crawlability and indexability? Crawlability and indexability are vital for making an article visible and accessible to search engines. When a search engine crawls an article, it
Team ticket accessibility when tickets are set to private
Hello! I would like to know if agents would be able to see tickets assigned to their team (but not to any specific user) if ticket sharing was set to Private. Thanks in advance, Luca
Followed Tickets view
Hello, following a ticket makes no sense at all / offers no additional value.... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for me? Not much! It cannot be used across departments! The range of functions
Zia AI capabilities now available in all paid editions
Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,
Set department automatically for incoming calls
Is it possible, when receiving an incoming call through Zoho Desk (using Twilio integration), for the department to be auto-selected based on the phone line being called? Currently, we have to manually select the department from the dropdown menu when
Zoho Support / Microsoft Outlook integration
Is there integration between Microsoft Outlook and Zoho Support? If so, can you point me to the related documentation? I'm trying to understand how that would work.
Ask the Experts 34: AI-assisted support: Practices, challenges, and people
Hello everyone, The first week of October is celebrated as Customer Service Week. As discussed in our post, behind a great customer experience is a team, this is a time to appreciate our support reps, who work tirelessly to support us. Every organization
Finding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allows
Email Alerts added on the ticket as the user that created the alert
I created some alerts to e-mail the contact when the ticket is waiting for client response after X amount of days. The rules and alerts are working fine. The problem is, since I was the one that created the rule, alert and/or e-mail template, every time
Conditional branching in Zoho Desk with Automation Studio
Edited on 27th October 2026: Automation Studio is available for all Professional and Enterprise edition users in the SA and UAE DCs. Hello everyone, We are introducing conditional branching that will allow businesses to manage complex, multi-condition
Delete standard e-mailtemplate
Hello, Is it possible to delete or hide a standard e-mailtemplate? I would only like to show my own created e-mailtemplates to my staff. I only find a 'delete' option at my custom made e-mailtemplates, but the standard e-mailtemplates do not show this
First response is forgotten when SLA is re-applied, leading to SLA violation
We get "Ticket overshot its Response Due time" when we don't expect it and don't want it. It results in "Response Violation" in our analytics. What I observe: - We respond timely to a ticket - We resolve and close the ticket - Customer re-opens a ticket
Security Update: Discontinuing weak TLS cipher suites
Hello everyone, This post is about Zoho's ongoing measures to strengthen security across all Data Centers. Zoho is sunsetting weak TLS cipher suites across all its data centers. We are enforcing updates to the US, IN and EU data centers after completing
Zoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights
Hello everyone, Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businesses
Need a way to 2 way sync only Accounts of Account Type Customer
Currently when using the either the one way sync or two way sync between Zoho CRM and Zoho Desk there is no way to only sync Accounts > Account Type = Customer. I do not want to add all accounts to Zoho Desk and clutter up the system with Accounts I
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
Allow Reordering of Layouts
It should be possible to reorder how layouts appear when a user or agent is in the system choosing a layout for a ticket. Currently (and before I realized it), you cannot reorder layouts once they are created, so whatever order you generated them in is
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
disable auto reply for specific users (emails)
Hi, sometimes our client write us directly and when we forward this email to the support email, we receiving the auto response email from Zoho Desk. how can i disable the auto reply message for specific users (emails)? Thanks
Mass Email
Hi Team, Unable to sent bulk emails to all customers together. provide bulk email facility.
Set same ticket Threshold for Agent-Level Thresholds
I am creating Agent-Level Thresholds for agents to auto-assign tickets in a Load-based Round Robin rule. I am unable to set the same number of Open tickets for agents when setting their Thresholds. For exampel: Agent 1 = 10 Agent 2 = 25 Agent 3 = SHOULD
Allow widgets to be placed between native sections in the Ticket Properties panel
One of our biggest frustrations with the Tickets module is how rigid the Ticket Properties panel is. Every section there is built only from native Zoho Desk fields. We can add sections, rearrange fields, and pick layouts, but we can’t put anything custom
Edit Pinned Comments in Zoho Desk
It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.
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